What is self-service?

Self-service enables customers to find the information they need without having to wait in a queue for customer service agents, or even having to speak to a human at all. It involves automating (and simplifying) elements of the customer service journey to relieve reliance on your customer service team to answer repetitive questions.  

Making customer service as seamless as possible sometimes involves removing the human element. In some instances, it’s more practical, more efficient, and more cost effective to create an environment where customers can do some of the heavy lifting themselves.

What are the benefits of self-service?

Self-service is a cost effective way of reducing wait times for customers and live contact with your agents. With a comprehensive self-service solution in place, your customers can find the information they need at any time, not just between your customer service team’s working hours. Giving your customer service agents this time to breathe will help to reduce stress within the team. Ultimately, it’s all about improving the customer and employee experience.

How to get started with self-service

Find out more about how you can build a self-service environment for your brand with our Conversational AI Cloud, or get in touch to discuss your needs with a member of our specialist team.